Refund Policy

Effective Date: September 8, 2026

We want you to love your Collection Candle purchases! If something isn't right with your order, here's how we handle returns, exchanges, and refunds.

1. Due to the Nature of Our Products

We are unable to accept returns or exchanges on candles that have been used or lit, or had the packaging removed, unless the item arrived damaged or defective (see Section 3 below).

2. Change of Mind

If you've changed your mind about an unused, unopened item, you may request a return within 2 days of receiving your order, provided:

• The item is unused and in its original packaging

• You contact us before sending anything back

• You cover the cost of return shipping, unless the return is due to our error

Once we receive and inspect the returned item, we'll process your refund to your original payment method within 5 business days. Original shipping costs are non-refundable.

To start a return, email us at collectioncandlesinfo@gmail.com with your order number and the reason for return.

3. Damaged, Defective, or Incorrect Items

We carefully inspect and package every order, but if something goes wrong in transit or an error was made on our end, we'll make it right.

Please contact us within 2 days of delivery at collectioncandlesinfo@gmail.com with:

• Your order number

• A description of the issue

• Photos of the item (and packaging, if damaged in shipping)

Depending on the situation, we'll offer a replacement, store credit, or full refund, including shipping costs where applicable.

4. Melted or Warped Candles

Candles can be sensitive to heat during transit or storage. If your candle arrives melted, warped, or cracked due to shipping conditions, this is considered a shipping defect — please follow the process in Section 3 above and we'll take care of it.

We are not able to offer refunds for melting or softening that occurs after delivery due to storage in a hot location (e.g., a car, direct sunlight, or near a heat source), as this is outside our control.

5. Custom or Personalized Orders

Custom, personalized, or made-to-order items (for example, custom scent blends, labels, or event favours) are final sale and cannot be returned or refunded unless the item arrives damaged or defective.

6. Sale Items

Items purchased on final sale or clearance are not eligible for return or refund, except where the item is damaged or defective upon arrival.

7. Exchanges

If you'd like a different scent or size, please contact us at collectioncandlesinfo@gmail.com. We're happy to help arrange an exchange where possible, following the same conditions as returns in Section 2.

8. Cancellations

If you need to cancel or change an order, please contact us as soon as possible at collectioncandlesinfo@gmail.com. Because many of our candles are made to order, we can only accommodate cancellations before your order has entered production or shipped. Once an order has shipped, our standard return process applies.

9. Your Consumer Rights

Nothing in this policy limits any rights you may have under Ontario's Consumer Protection Act, 2002, or other applicable Canadian consumer protection laws, which may apply in addition to this policy.

10. Questions?

We're a small, one-person business and genuinely want to make things right if something's gone wrong. Reach out anytime:

Collection Candles Email: collectioncandlesinfo@gmail.com

Refund Policy - the basics